John Lmond D. Ledesma
Pauline Subdivision, Bacolod City 6100,
Negros Occidental, Philippines
Skype: live:johnlmondledesma
Linkedin: https://www.linkedin.com/in/johnlmond-ledesma-66b2bb1bb/
Work Experience
November 20, 2024 – Present
Customer Success Representative – Kilo.Health
•
Addressing account inquiries including login issues, billing inquiries, cancellations, client retention.
November 6, 2024 – June 16, 2025
Customer Service Representative/Auditor (Part Time) - trymimir.no (Norwegian)
●
●
●
Quality checking chatbot responses to ensure the correct resolution was used.
Submitting reports of audited conversations
Providing suggestions for responses to enhance efficiency in customer handling/resolution.
April 18, 2021 – September 29, 2024
Customer Success Manager – TestRail by Gurock (SaaS)
●
●
●
●
●
Addressing billing inquiries on potential and present customers/partners via email.
Sends out renewal quotes for annual prepaid subscriptions and software licenses.
Accommodating product trial extension requests.
Upselling products after trial requests.
Scheduling meetings via MS teams to discuss pricing and billing inquiries online.
April 2015 – October 2020 (Teleperformance – Bacolod)
Quality Assurance Analyst for CSR/Escalations/SMS/Chat/Email agents
•
Transcribe calls/interactions/chat/email and ensure that they are compliant with the client’s expectations. •
Responsible for making a transcription for non-compliant scenarios (Zero Tolerance Policy/Auto-fail)
interactions.
•
•
Creating weekly reports for AFIs (Area of Improvements) on the assigned team.
•
Role Flexibility -- can be switched to CSR/Escalation/SMS/Chat/Email if staffing needs extra personnel (under
heavy call volume).
Responsible for coaching agents having PAEs (Policy Agent Error Cases) – dollar-impacting opportunities
done by agents and targeting the root cause of the said error.
•
May 10, 2010 to September 28, 2013 – Phone Customer Service Representative
(Priceline.com Teleperformance – Bacolod)
Magsaysay Avenue, Bacolod City, Negros Occidental
∙ Answer inbound calls/chat from customers
Trainings & Seminars Attended
Customer Journey Mapping
• Training for QAs to track the customer’s experience and pin point the reason why or where the customer’s
dissatisfaction occurs.
Root Cause Analysis
• Up-training for supervisors and QAs for effective coaching and pinpointing the root cause of a certain
opportunity on a certain call/interaction.
Udemy – Zendesk Training for Customer Service Agents
• Jan 2021 – Completed the Online Course for Using/Navigating Zendesk
Educational Background
College: John B. Lacson Colleges Foundation – Bacolod
Seafarer Catering/Stewarding
S.Y. 2008 – 2009
High School: St. Joseph School – La Salle, Bacolod City
Personal Information
Age: 34
Date of Birth: 24 June 1990
Gender: Male
Nationality: Filipino
Languages: English, Tagalog
Civil Status: Single
Place of Birth: Bacolod City Religion:
Roman Catholic
